WorksheetsCustomer Service Comprehensive Quiz
Total questions: 41
Worksheet time: 22mins
Asking open-ended questions help the sales associate to accomplish what?
creates a conversation
faster match to the right product
increases the likelihood of the customer making a purchase
a quicker sales transaction
What questions do you ask to get feedback to see if the computer software met expectations of the customer?
Did they deliver it on time?
Did you have installation problems?
What new features have you used?
How has the software worked for what you were using it for?
A new customer comes into your department, but you are helping another customer. You should:
Focus all your attention on your current customer
Let the new customer wait his turn until you have completed your current sale
Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him
Help the customer who looks like he will spend the most money
A good reason for creating an opening for discussion is to:
Break down the customer’s sales resistance
Get to know what the customer wants
Convince the customer how much you know about the product
Increase your store’s sales revenues
The best way to talk to a new customer is to:
Flatter her—tell her she has taste and looks great
Interact as if you are old friends
Match what you say and your tone of voice to her personality
Convince her that you know what is best for her to buy
Which of the following is the BEST way to react to a customer's complaint?
Record the complaint and handle accordingly by steps
Find the associate who helped the customer originally
Review company policy and follow them
Try to understand the issue and use it as a learning opportunity to improve customer satisfaction
A sales associate from the cosmetics department is passing by the kitchen appliance department and is stopped by a customer who asks about the return policy. This sales associate has not been trained on the return policy for appliances. What is the BEST way for the associate to respond?
Enter the product area with the customer and locate a associate who can answer the question
Say "I'm sorry, but I don't know," and apologize for the inconvenience
Refer the customer to the customer service desk
Walk the customer to the customer service desk and find a specialist who can discuss the policy with the customer
Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and:
Suggesting that he buy “top of the line” products
Stating that the products in your store are far better than those in other stores
Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
A retail associate sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must
Secure the area and report the situation to management
Call the custodian for assistance
Do a temporary cleanup as best he/she can
Nothing; maintenance will clean it up
If the customer isn’t shopping alone, you can include the rest of the party by:
Telling any children to behave themselves while their parent makes this important decision
Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate
Giving other service to those in the party, such as offering a chair or a cup of refreshments
Remind the customer of the kids’ zone area
A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?
Do you want to look at a few more styles?
Will that be cash or credit card?
Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
We’ll be having a sale on watches sometime next month.
A customer asks you to help find curtains for his house. They find the right colors and fabrics. There is also a custom curtain department in the store. What is the sales associate's BEST response?
"I can make an appointment for you with the custom drapery department if you like"
"We have a drapery department. Chem them out"
"Your windows are not standard size. You may want to find another store"
"For non standard sized windows, you should get blinds instead"
Which is the BEST way for a sales associate to respond if a customer asks for a lower price for an item that is NOT on sale?
Tell the customer to wait until it goes on sale
Indicate which items that are on sale and offer to show them to the customer.
Suggest the customer check the newspaper for the next sale date
Suggest the customer apply for a store credit card to receive 10% off
The store has just introduced a new line of kitchen appliances. The sales associate has no experience with the new brand. What is the BEST way for the associates to gain knowledge on the new vendor's product line?
Complete new training and review vendor information on features and benefits
Get feedback from other vendors and compare and contrast with existing products
Review industry websites that contain reviews, comparisons, and feedback on the products
Schedule a time with the boss to get training to gain insight on new products
Which store offers the best value?
Store 1 offers the best value.
Store 2 offers the best value.
Store 3 offers the best value.
They all offer the same exact value.
According to market research, what percentage of customers is likely to spend more if the sales associate is helpful?
25%
32%
45%
55%
If a customer walks directly to an item, this may indicate that he:
Knows what he wants and would probably appreciate quick, efficient service
Just wants to look at the item and has no interest in buying
Is in a hurry and doesn’t want any attention from you
Is looking for the least expensive brand
Your ultimate goal as a sales associate is to:
Meet your quota each month
Provide service to as many customers as you can
Satisfy the customer
Be the top sales associate in your department
You can best determine the customer’s needs by gathering information through careful observation and by:
Deciding the type of products you think the customer should buy
Telling the customer everything you know about your products
Asking the customer thoughtful questions
Studying all literature on the products you sell so you can answer questions
To keep the lines of communication open, the best questions to ask:
Are direct and to the point
Are ones that can be quickly answered with a “yes” or a “no”
Begin with who, what, where, when, how, or why
Are ones that are able to direct the customer to a decision
Are structured to save the customer’s time
Which is the BEST way to explain features and benefits of a product to a customer?
Ask the customer to read product labels
Share personal experiences using the product
Communicate technical specifications about the product
Relate features to customer needs in a "so that you can" statement
How can a sales associate BEST use the data in a customer relationship management (CRM) system to improve customer satisfaction? (Customer relationship management (CRM) is a technology for managing all your company's relationships and interactions with customers and potential customers.
Ask customers to sign into the system and identify brand preferences
Email customers to alert them of sales on their favorite brands
Send thank you notes to customers who spent more than a certain dollar amount
Offer free gift or promotional items to customers who purchased a new brand or label
A customer has just entered the showroom at a car dealership. Which of the following comments is MOST effective for the sales associate in determining the customer's price considerations?
" I see you are shopping for a new car. What kind of vehicle do you currently drive?"
"It looks like you are in the market for a new car. How much do you think you want to spend?"
"We have some really good deals on used cars this weekend. Would you like to see our stock of pre-owned vehicles?
"Let me show you around the showroom. Have you thought about the type of financing you would need for a new car?"
What is the purpose of training assignments or evaluations during or after scheduled course time?
To help managers identify high-potenital employees who are most suited to learning
To help managers match employees to the right departments
To help determine whether employees have mastered the information provided or whether additional training is needed
To help determine which employees are less likely to practice new skills
If you are working with a customer, how should you react when you are approached by a second customer?
make eye contact to let the second customer know he has your attention
Speak clearly so the second customer can hear what you are saying
Inquire about the second customer's day and shopping experience so far
Ask if you can be of any assistance to the second customer
Which is the BEST representation of cross-selling?
Cross-selling = sell a different product or service to an existing customer.
Mention the sale on athletic shoes when a customer purchases a pair of dress shoes
Discussing the benefits of different brands when a customer is purchasing a computer
Letting the customer know that there are a few out-of-season pajamas on the clearance rack
Showing a customer a matching scarf and gloves when the customer purchases a winter coat
When is the BEST time to inform customers about extended service plans available for items they are purchasing?
As part of the greeting when the customer enters the department
As soon as it is determined that the plans are within the customers' budget
At the end of the sale, after presenting the associated accessories
Early in the sales process as a benefit to the product being purchased
A customer comes into a store to return an item that was purchased online. The customer states that the wrong item was received. The sales associate helping the customer has never dealt with this issue before. Which is the BEST action the sales associate can take to resolve the issue?
Apologize for the mistake and give the customer a phone number to use in order to file a complaint
Apologize to the customer and call a supervisor for instructions on processing a prompt exchange
Suggest that the customer look for the correct item and request the incorrect item be returned by mail
Thank the customer for bringing the issue to the store's attention, and then provide a refund for the item
Which guideline should a sales associate follow when dealing with difficult customers?
Press the customer to decide
Speak and act very quickly
Remain calm and courteous
Try to control the conversation
Which of the following are examples of open-ended questions? (remember these are questions that help you match the right product with the customer)
Can I help you?
What features are important to you?
Do you like blue or brown?
Is this all for you today?
When fitting the products such as clothing size to the customer, you should:
Correct her if she tells you the wrong size
Ask questions that will help her define the right fit
Select the approximate size you believe that she is
Wait till the customer picks out the right size
Which of the following phrases might be appropriate when discussing clothing size with your customer?
You look to be about a size XL
Have you worn this brand before? What size was most comfortable for you?
How big are you?
You wear a bigger size on the bottom than on the top
How would you handle a situation where a customer wants a brand that you don’t carry?
Convince him that your brands are better
Get permission from him to show the items you do have that meet his needs
Tell him that he won’t find anything better than what you have
Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway
Which of the following scenarios shows the proper use of a business card? The Salesperson says,
I’m glad I was able to help you find what you needed today. Here are a few of my cards—be sure to tell your friends and family about me.
We don’t have business cards here, but if you’ll give me yours I will call you whenever something interesting comes in.
If you change your mind and do want some help, here’s my card. Just tell the other salespeople that I am already helping you.
I’ve enjoyed helping you with your gift selection. Here’s my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests.
Referring a customer to a competitor will likely result in:
The customer seeking you out for future needs
The customer never returning to your store
A lost sales opportunity for you
The customer complaining to others that you don't carry that product
Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?
A promise to stand behind the product
To show it isn’t the best quality so you need a warranty
A promise to replace the product no matter what happens
To prove you will not need a warranty
Product features are described as all of the following except:
Answer the question, “Why?”
Be physical (color, size, etc.)
Appeal to the senses
Relate to the quality of the merchandise and how the customer will enjoy it
When balancing service between phone customers and those you may already be helping in the store, you should:
Tell your in-store customer that you need to get the phone and she should look around for awhile
Move your in-store customer over to by the phone and help both customers at the same time
Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone
Since your customer is in the store, wait on the customer and ignore the phone until you have time
A customer returns to the store with a bike that was purchased last week. It was only used 1 time but the wheels are wobbling and therefore not functioning properly. Which of the following actions should you take as the sales associate to make it right and resolve this issue?
Let the customer know that there appears to be a defect that cannot be repaired at the store level. Give the customer the manufacturer's contact information.
Ask the customer what you can do to make it right. Then, determine if the proposed solution is aligned with your store's policy. If not, ask a manager.
Ask the customer what caused the wheels to be wobbly. Then, determine if it is the customer's fault. Finally, follow company policy.
Ask the customer if there was too much weight and pressure on the bike. Then, show the customer a better suited bike that can withstand more weight.
A customer purchased a lighting fixture at your store. When he opened the box to assemble the fixture, the instructions were missing. The customer returns to the store extremely irate (upset). What should you do as the sales associate to satisfy the customer? (How can we make this right?)
Listen to the customer, apologize for the inconvenience, and refer him to your store manager.
Acknowledge the customer's frustration and refer him to the manufacturer's website to download the instructions.
Listen to the customer, reassure him that you understand his frustration, and ask if he would be satisfied with you locating another set of instructions.
Listen to the customer, apologize for the inconvenience, and offer to refund or exchange the lighting fixture.
As a sales associate observes a customer browsing a display of TVs, comparing prices between brands. What is the BEST thing you as the sales associate can say to try to determine the customer's price range?
"How will you be using your new TV? The TVs on this shelf are great values for basic TV watching. The TVs are the 3rd row are more expensive but offer internet access, and TV apps."
"Do you know which brand you want to go with? Some have more expensive because they are Smart TVs but others are cheaper because they don't have those types of features."
"Did you have a specific budget in mind? Some of these can be very expensive, but we have a finance plan available."
Are you looking for yourself or is this going to be a gift? If its for you, you may want to spend a little more. You are worth it!"
